- To provide professional support services to the Innovation Group and their clients, assistance to other teams within in Technology and afterhours support when required.
- Responsible for the timely and effective response to IT user queries and problems through the receipt and logging of problems and the co-ordination of rapid and appropriate responses for higher-level problem resolution and advice on both new and established systems.
- Conducts trend analysis of series data to determine common occurrences and recurring issues. Implement improvements observed.
- Acts as liaison between users and information technology department on problem areas, managing client expectations and incidents.
- Manage the implementation of processes and process adherence within the IT Operations area to facilitate the mitigation of risks, growth of the department's services or improve customer services.
- A Matric Certificate or Equivalent NQF Level 4 Qualification
- ITIL foundations certified.
- Qualifications in ITIL specialist intermediate courses would be an advantage.
- A bachelor's degree IT/Computer Science or equivalent would be an advantage.
- Information Security accreditation would be an advantage.
- A minimum of at least three years' experience as a Service Desk agent within the Technology field
- Regular participation in incident management for Severity 1 and 2 incidents
- Experience as a Service Manager within the Technology field
- Experience in ITIL process implementation and management
- Experience in IT audit and compliance management
- Grow the value of Global IT Operations with regards to IT compliance, customer service management, service delivery and benefits.
- Continual iterative improvements on processes to be made to delivery operational efficiencies that contribute to the success for the company - efficiencies, productivity, stability, compliance, risk reduction/elimination. Optimisation and automation.
- Improve visibility and monitoring through reporting. Timeous, professional reporting. Conducts trend analysis of series data to determine common occurrences and recurring issues.
- Analyse reports to identify areas of improvement, growth or risks. Ensure meaningful reporting to drive continual service improvement.
- Implement improvements, growth and risk mitigation.
- Assist in the management and upkeep of the Fresh Asset Inventory.
- Timely and effective response to IT user queries and problems through the receipt and logging of problems and the co-ordination of rapid and appropriate responses for higher-level problem resolution and advice on both new and established systems.
- Build strong relationship in the Technology team and with the Business teams.
- Ensure the effective interaction with direct staff, clients (internal & external), auditors, business partners, suppliers, service providers, subsidiary companies, business units and divisions.
- Manage assigned projects end to end according to project standards. The focus on how projects is managed in order to reach the end result.
- Build and maintain business relationships with stakeholders.
- Manage the Global Service Desk processes to ensure all processes have been documented, communicated and trained.
- Manage escalations and ensure timely feedback.
- Identify areas to improve customer experience and to align with customer needs.
- Help to manage ticket queues and the progression of tickets where needed.
- Create and maintain Fresh Analytics reports to provide meaningful information to clients on a regular basis.
- Help to administrate the Fresh Service Desk instance.
- Participate in client, security or compliance audits where required.
- Internally audit team processes to identify corrective actions and ensure process alignment. Correct processes where needed or implement controls to mitigate risks.
- Ensure that all scheduled Audit tasks are completed in the specified time frame, ensure that the scheduled tasks are updated with the information required before resolving the ticket.
- Audit the Monthly HR termination control process for all regions.
- Ensure that agents are kept up to date and trained on new processes and procedures rolled out within the GSD.
- Implement new processes with appropriate documentation and communication.
- Self and team adherence to policies, procedures, processes, and house rules. Ensure the GSD follow the GDPR and POPI acts when we work with personal information.
- Raise non-compliance with management so that the item can be addressed to mitigate or reduce risks.
- Adhere to the Incident management and change management policy to manage impacting incidents and assist with change management.
- Train staff members in the Technology processes.
- Form part of a culture of ownership and accountability throughout the organization in support of our values. Demonstrate how you live out the values daily.
- Own development through personal growth and studies.
- Actively participate in team initiatives and functions. Motivate team and assist in creating an environment that contributes to employee wellbeing and growth.
- Encourage frequent knowledge sharing between team members.
1, Compulsory Medical Aid/Medical Insurance for all employees with the Discover, Momentum & Health 4Me
2 Compulsory Provident Fund with Alexander Forbes. Provident fund contribution of a minimum of 7.5% with an option to select a higher percentage(%) contribution i.e. 10%, 15%, 20%.
3, Group Risk Cover which includes Life Cover at 5 x annual salary, Disability Cover at 75% of monthly income as income continuation benefit as well as an Education Benefit linked to the cover.
Applications Close Date 20 Jul 2023
Visa - Right To Work
Target Start Date 1/9/2023
Description
- To provide professional support services to the Innovation Group and their clients, assistance to other teams within in Technology and afterhours support when required.
- Responsible for the timely and effective response to IT user queries and problems through the receipt and logging of problems and the co-ordination of rapid and appropriate responses for higher-level problem resolution and advice on both new and established systems.
- Conducts trend analysis of series data to determine common occurrences and recurring issues. Implement improvements observed.
- Acts as liaison between users and information technology department on problem areas, managing client expectations and incidents.
- Manage the implementation of processes and process adherence within the IT Operations area to facilitate the mitigation of risks, growth of the department's services or improve customer services.
1, Compulsory Medical Aid/Medical Insurance for all employees with the Discover, Momentum & Health 4Me
2 Compulsory Provident Fund with Alexander Forbes. Provident fund contribution of a minimum of 7.5% with an option to select a higher percentage(%) contribution i.e. 10%, 15%, 20%.
3, Group Risk Cover which includes Life Cover at 5 x annual salary, Disability Cover at 75% of monthly income as income continuation benefit as well as an Education Benefit linked to the cover.
Applications Close Date 20 Jul 2023
Visa - Right To Work
Target Start Date 1/9/2023
